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What will customer experience actually look like five years from now?

In this *Greatest Hits* episode of CX Passport, Bill Staikos lays out a compelling, grounded vision for the future of customer experience. A seasoned CX executive, advisor, podcaster, and soon-to-be author, Bill combines practical wisdom with future-ready thinking.

Originally released as Episode 155, this conversation stood out for its clarity on how CX needs to evolve — moving beyond survey teams and jargon to delivering business-aligned results. Bill breaks down how technology, human-centered design, and executive-level strategy must come together in today’s rapidly changing landscape.

CHAPTERS  

00:00  CX is a toolkit, not a strategy  

04:14  Automation and AI in the CX future  

06:00  The four personas of a modern CXO  

10:01  AI vs hype: what’s real?  

16:33  CX’s reckoning in 2023  

19:12  Will CX go the way of Six Sigma?  

20:41  First Class Lounge  

26:42  Change management that actually works  

31:16  How to start: know the business strategy

Episode resources:  

Connect with Bill Staikos on LinkedIn: https://www.linkedin.com/in/billstaikos  

Explore Be Customer Led podcast: https://www.becustomerled.com

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I'm Rick Denton and I believe the best meals are served outside and require a passport.